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Shopping apps in 2021: Is customer support improving?

Shopping apps in 2021: Is customer support improving?

by Marcus Hickman | 2 Nov, 2021 | Customer experience, Our blog

A year on from our initial research into shopping apps and their usability, Davies Hickman has revisited the 30 apps in our 2020 study to reveal whether any improvements have been implemented to make the customer experience more enjoyable and the process easier to...
How mobile banking apps can meet customers’ needs

How mobile banking apps can meet customers’ needs

by Davies Hickman | 15 Jul, 2021 | Our blog

It is evident that the Covid-19 pandemic and the rise of fintechs have increased the number of traditional banks shifting towards digitalisation. As mobile banking apps become more popular, Davies Hickman has researched 20 mobile banking apps, including fintech and...
Recruiting and supporting Customer Service Managers, with no industry experience

Recruiting and supporting Customer Service Managers, with no industry experience

by Jo Davies | 23 Sep, 2019 | Our blog

Whilst it is increasingly recognised that frontline customer-facing employees are responsible for delivering an organisation’s strategy, the development programmes designed for frontline customer service management have often failed to deliver the improvements that...
Why are we witnessing the ‘averagisation’ of customer service?

Why are we witnessing the ‘averagisation’ of customer service?

by Marcus Hickman | 8 Feb, 2019 | Customer experience, Our blog

Originally published in MyCustomer Consumer perceptions of customer service offered by most businesses across most sectors are broadly similar and middling – in other words, undifferentiated. Why is this? And what does it mean for your company? Big businesses have...
Strategies for researching CX opportunities in 2019

Strategies for researching CX opportunities in 2019

by Jo Davies | 15 Jan, 2019 | Customer experience, Our blog

We live in exceptionally unstable times. To succeed, businesses need to invest in understanding and meeting their current customers’ future needs as well as finding cost-effective ways to attract new customers. As consumers, we pay for organisations’ products and...
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  • Shopping apps in 2021: Is customer support improving?

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